Our trip to Yellowstone NP and the Grand Tetons was 2 years in the planning. It was to be a trip of a lifetime. It started out with a lost day at the beginning of the trip and an extra night in a hotel when SWA cancelled our first day flight. After a wonderful time in the National parks, our flight from Bozeman to Denver was 2 hours late, and our connecting flight to Hartford left without us. A plane load of passengers was told to que up to see a customer service agent and we got in line for an hour only to be told we could not be rebooked until two days later!! Nine family members including 2 seniors and 3 kids camped out in the gate area all night because all hotel rooms were sold out! Trying to sleep on a concrete floor, no food available, no bedding, an absolute nightmare! Our suggestion to Southwest Airlines is in a busy airport like Denver there must be supervisors or executives who live in the area. If your policy is the Golden rule, then do unto others: Executives or supervisors could come to the airport and speak to groups of people camped out whose flights are disrupted. We met people who were disabled, had very young children, and others not good handling cell phones to make new arrangements. Don't make US wait in line for hours! Come to us. Reassure customers. Help them connect with agents by reaching out and being proactive. Southwest customer service people were nowhere to be found to help make a bad situation more palatable. After 3 lost days and hundreds of dollars in unexpected expenses, we were so grateful to be home, and are in no hurry to fly again. To be stranded in a strange city with no option to get safely home was very unsettling for all of us.
... View more